FAQ

Frequently Asked Questions

Orders & Account

How can I view the status of my order?

You can check your order status anytime by logging into your account at https://account.k7salon.com. This page lists all your orders with their current status. If you checked out as a guest, you can create an account using the same email address to view your order history.

What forms of payment do you accept?

We accept all major credit cards (Visa, Mastercard, American Express, Discover, JCB, Diners Club), processed securely via Airwallex and PayPal. We also accept PayPal account balance and PayPal Credit.

Why was my credit card declined?

The most common reason is that the billing address entered does not match the address associated with your card. Please double-check that all information is correct when entering your payment details.

Is it safe to use my credit card on your site?

Yes. All transactions are processed through PCI-compliant payment gateways (Airwallex and PayPal) with industry-standard encryption. We do not store your full credit card details on our servers.

Shipping & Delivery

What are the shipping costs?

All our product prices include free UPS standard delivery across Europe. There are no additional shipping charges at checkout.

How quickly will my order be processed?

Most orders require 1–2 working days for review, packing, and pre-shipping preparation. Orders placed on Saturday, Sunday, or public holidays will be processed on the next working day. During peak periods, processing may take slightly longer, but dispatch remains our priority.

How long does delivery take, and how can I track it?

As most of our products are large-format salon and spa equipment, the estimated delivery time is 60–90 working days from dispatch. You will be asked to explicitly confirm your acceptance of this extended delivery window at checkout.

Once your order ships, a UPS tracking number will be emailed to you. Please allow 24–72 hours for the tracking information to become active in the UPS system.

What happens if my package is delayed or stuck in transit?

If your tracking shows no movement for an unusual period, please contact us at [email protected]. We will actively investigate with UPS to determine the cause and get your shipment moving. If the delay is confirmed as a carrier error or loss, we will arrange a free reshipment or a full refund — your choice.

What happens if I am not available to receive my order?

UPS will attempt delivery to the address you provide. If delivery fails due to reasons within your control (e.g., incorrect address, no one available after multiple attempts, refusal to pay customs if applicable), the package will be returned to our returns warehouse in Italy.

Once received, we will contact you within 3 working days and offer:

  • Re-delivery at your cost (an invoice will be provided).

  • Refund of the product price, minus the actual return shipping fees incurred by us and a fixed handling fee. A full breakdown will be provided.

  • Store credit equal to the full value of your order, usable on any future purchase.

If the delivery failed due to our error or a carrier mistake, we will re-deliver at no cost or issue a full refund.

What if my package arrives damaged or with missing items?

Please inspect your package upon delivery and contact us within 14 calendar days if you discover any damage or missing items. Provide your order number and clear photos of the damage or packaging. We will verify with our warehouse records and packing images. Confirmed issues on our end will be resolved with a free replacement shipment or a full refund — your choice.

What if my package is lost or stolen?

If your package is confirmed lost by the carrier, we take full responsibility. Contact us at [email protected] with your order number, and we will arrange a free reshipment or a full refund. You are not required to file a claim with the carrier yourself — we handle the entire process on your behalf.

Returns & Warranty

What is your return policy?

We provide a 14-day right of withdrawal in compliance with EU consumer law. You can return your product for any reason within 14 calendar days of delivery.

  • Large equipment (massage beds, shampoo beds): You may unpack and briefly test basic functions. Estimated return shipping cost to our Italy warehouse is approximately €[amount]. You cover the return shipping.

  • Light therapy devices: You may test basic lighting/control functions within a limited number of test cycles. Exceeding this or returning with skincare residue may result in a value deduction.

  • Hydro-dermabrasion ("Big Bubble") machines: Main console may be tested without connecting accessories. Once sealed accessory packaging is opened, those items are non-returnable for hygiene reasons.

  • Portable skin care ("Small Bubble") devices: Non-returnable once the sealed outer packaging is opened, for hygiene reasons.

Full details are available in our Return, Refund & Warranty Policy. If the return is due to our error (wrong or defective item), we cover all return shipping costs.

What is the warranty on items purchased from your store?

We provide a 2-year statutory EU warranty on all products, valid from the date of delivery. If your product is defective, does not function as described, or does not match its description, you are entitled to a free repair or replacement. If neither is possible within a reasonable time, you may request a price reduction or full refund.

To make a warranty claim, contact us at [email protected] with your order number and photos or video of the issue.

Where do I send returns?

All returns must be shipped to our official returns warehouse:
Via Capitano del Popolo 12, 16154 Genova GE, Italy

Please do not send returns to any other address without prior confirmation.

Available in: Deutsch | Italiano